Work with grouped call threads (by phone number)

Purpose: Handle multiple interactions from the same person as a single workflow.

Steps

• Calls are grouped by the caller’s phone number in the table. All entries inside a group typically belong to the same patient or task.

• Start with the oldest unresolved row in a group and work upward.

• Use Primary Reason and Duration to triage; brief failed attempts (e.g., 00:04) may indicate a callback is needed.

Tip and good practice

When you complete a task for a group, move/assign the open item to the right owner and update disposition (per your clinic process).